Customer Service Training
Defining Excellent Customer Service
- Describe exceptional customer service.
- Identify the benefits of great customer service.
- Recognize barriers to the delivery of outstanding customer service.
- Recognize and adapt to specific customer behavior styles.
- Demonstrate how to measure customer satisfaction levels and take corrective action if needed.
- Learn techniques for dealing with angry or upset customers.
- Develop a personal action plan to improve customer service skills.
Handling Difficult People Training
- Maintain a friendly and professional manner.
- Acknowledge that a difficult situation exists.
- Calm the customer by questioning and verifying.
- Focus the customer on the current situation.
- Handle the situation.
- The rebound effect.
Better E-mail Communication Training
- What are the biggest email problems and why do they occur?
- Subject lines
- From Lines Greeting
- Body of the letter
- Rule of thirds
- Message length
- One message per email
- Signature lines
- Introduction to Negotiations
- Fear of Negotiation
- Five Phases of Negotiation
- Identify and Understand Needs and Interests
- Look for Options
- Reading Body Language
- Negotiating With Different Personality Types
- Negotiation Styles
- Conflict Resolution
- Methods of Dealing with Conflict
- Common Negotiation Tactics
- Dealing with the Tough Negotiator
- Uncover the Optimum Deal
- Establishing a Winning Plan
Essential Sales Skills
- What it takes to be successful in communication sales.
- Personality traits that help and hinder.
- Habits that you must develop, habits that you must break.
- Working with different personalities.
- Customer-centric vs. company-centric.
- The consultative approach.
- The five essential benefits of communication technology.
- The communication problems of health care, education, industry, government and commerce, and how to discover which ones will lead to a sale.
- Finding suspects.
- Statements and questions that resonate and engage.
- Turning the monologue into a dialogue.
- Unanticipated solutions that convert suspects into prospects.
- Recognizing when the suspect is not a prospect, and how to leave him/her with a uniquely positive impression.
- Active listening.
- Determining if you have a solution.
- Determining if your solution can get funded.
- Eliminating the competition early in the process.
- Visual aids.
- Questions and answers.
- What to say when your time is limited.
Advancing to the Sale
- The right and wrong ways to follow up.
- Telephone vs. email.
- Negotiating price.
- When your main contact leaves the company.
- How to ask for the sale (without asking for the sale).
- The decision to purchase is not the last step.
- Procurement policies, procedures and challenges of health care, education, industry, government and commerce.